Determining the ViewMail Version

Step 1 In Outlook, on the Help menu, click About ViewMail. The ViewMail version is displayed in the Client box.

Step 2 Click OK.

Upgrading from an Earlier Version of ViewMail

It is not necessary or advisable to uninstall ViewMail versions 3.0(x) or 3.1(x). Attempting to do so may result in a Dr. Watson error. (For more information, see Caveat CSCdv16845, which has been resolved in ViewMail version 4.0(x) but not in earlier versions of ViewMail.)

Removing a Previously Installed 2.4(6.x) Version of ViewMail

Any previously installed 2.4(6.x) version of ViewMail and the associated LightningFAX registry keys, if applicable, must be removed from subscriber workstations before ViewMail 3.1(3) is installed.

Note that after ViewMail is removed, the first voice message a subscriber receives appears as a voice message with the ViewMail icon. When the subscriber opens the message, Outlook displays an error message indicating that the voice message form is not available. However, the error message does not prevent the subscriber from opening the voice message.

Subsequent voice messages appear as e-mail messages with WAV attachments without the ViewMail icon, and no error message is displayed when subscribers open them.

To remove ViewMail version 2.4(6.x) and associated LightningFAX registry keys

Step 2 In the Currently Installed Programs list, click View Mail for Outlook, and click Change/Remove.

Step 3 Follow the on-screen prompts to remove ViewMail for Outlook. If prompted to delete a shared file, such as a DLL, click No to All.

Step 4 If the system was using LightningFAX, start Regedit.

Caution Changing the wrong registry key or entering an incorrect value can cause the workstation to malfunction. Before you edit the registry, confirm that you know how to restore it if a problem occurs. (Refer to the "Restoring" topics in Registry Editor Help.) If you have any questions about changing registry key settings, contact Cisco TAC.

Step 5 If you do not have a current backup of the registry, click Registry > Export Registry File, and save the registry settings to a file.

Step 3 Download the file CiscoUnity.VMO3.1.3.exe to the directory of your choice.

Step 4 Double-click CiscoUnity.VMO3.1.3.exe, and follow the on-screen prompts to extract the files to the directory of your choice on a network drive (or to a writeable compact disc, for copying to the network at a later time).

Installing ViewMail 3.1(3)

ViewMail can be installed on subscriber workstations throughout your organization in a number of ways. Typically, organizations provide network access to the ViewMail setup application so that subscribers can install ViewMail themselves.

However you choose to install it, note that:

•Outlook should not be running on subscriber workstations when you install ViewMail.

•If you are upgrading from ViewMail 3.0(x) or 3.1(x), install ViewMail 3.1(3) in the same directory used for the previous install of ViewMail.

Open Caveats—Release 3.1(3)

Table 2 ViewMail Release 3.1(3) Open Caveats

Caveat Number

Description

CSCdv16845

ViewMail fails to uninstall completely, generating a Dr. Watson error log in Windows 2000 or an application violation error in Windows 98. In addition to some ViewMail files remaining on the subscriber workstation, ViewMail components remain in Outlook, and ViewMail is not removed from the Windows Add/Remove Programs list.

This occurs when ViewMail is installed on a Cisco Unity 2.4(6) server or on a Windows 98 Second Edition or Windows Millennium Edition subscriber workstation.

Workaround

Do the following three procedures in the order listed to manually remove the remaining ViewMail files from a subscriber workstation, the ViewMail components from Outlook, and the ViewMail listing from Windows Add/Remove Programs.

To remove ViewMail files from a subscriber workstation

1. Remove the directory Program Files\ViewMail and all of its components.

2. Remove the following files (if they exist) from either the C:\Windows\System, C:\Winnt\System32, or C:\Windows\System32 directory (depending on the version of Windows):

–AvResLoaderSvrSL.dll

–AvTrapConnectionHolderSvr.exe

–AvTsmSL.dll

–AvVox.acm

–AvWavSl.dll

–AvResSvr.dll

–SL_G729A.acm

To remove ViewMail components from Outlook

1. In Microsoft Outlook, on the Tools menu, click Options.

2. Click the Other tab, and click Advanced Options.

3. In the Advanced Options dialog box, click Custom Forms.

4. In the Options dialog box, click Manage Forms.

5. In the Form Manager dialog box, confirm that ViewMail for Outlook is listed under Personal Forms. (Continued)

CSCdv16845 (Continued)

6. Select ViewMail for Outlook, and click Delete. When prompted, click Yes to delete the form.

Caution Changing the wrong registry key or entering an incorrect value can cause the workstation to malfunction. Before you edit the registry, confirm that you know how to restore it if a problem occurs. (Refer to the "Restoring" topics in Registry Editor Help.) If you have any questions about changing registry key settings, contact Cisco TAC.

12. If you do not have a current backup of the registry, click Registry > Export Registry File, and save the registry settings to a file.

Refer to Knowledge Base article 247501 (How to Manually Remove Programs from the Add/Remove Programs List) on the Microsoft Product Support Services website.

CSCdw58108

When McAfee Virus Scan 4.5.1 Service Pack 1 is installed with Microsoft Office XP, an error message is displayed when subscribers use ViewMail.

Workaround

Disable the McAfee e-mail scan property.

CSCdz48740

The ViewMail installation program should automatically check for the correct version of Rpcltscm.dll on Windows 98, Windows 98 SE, and Windows ME operating systems. If an incorrect version of Rpcltscm.dll is found, ViewMail should present the user with an error message pointing to the Microsoft website for details on how to apply the Microsoft hot fix to correct the problem, and should not allow the user to proceed with the installation until the Microsoft hot fix is applied.

Workaround

Manually check for the correct version of the Rpcltscm.dll file on subscriber workstations before installing ViewMail. If the Rpcltscm.dll is not version 4.71.3400 or later, apply the fix specified in Microsoft Knowledge Base article 315575 before proceeding with the ViewMail installation.

CSCdz88852

Outlook fails to publish the ViewMail form after the following sequence of events:

a. ViewMail is installed while antivirus software is enabled on the subscriber workstation, which causes the ViewMail installation to fail.

c. Antivirus software is disabled on the subscriber workstation, and ViewMail is reinstalled.

Workaround

1. On the subscriber workstation, open Outlook.

2. On the Help menu, click About Microsoft Outlook. In the About Microsoft Outlook, dialog box, click Disabled Items. In the Disabled Items dialog box, select ViewMail and click Enable. Close the dialog box(es).

3. On the Tools menu, click Options. Click the Other tab, and click Advanced Options. In the Advanced Options dialog box, click Add-In Manager. Check the ViewMailExtensions check box, and click OK. Close the dialog box(es).

4. On the Tools menu, click Macro > Security. In the Security dialog box, click Medium and click OK.(Medium is the level recommended in the Security Notes for Microsoft Office Solution Developers article available on the Microsoft MSDN Library website.)

Documentation CD-ROM

Cisco documentation and additional literature are available in a Cisco Documentation CD-ROM package, which may have shipped with your product. The Documentation CD-ROM is updated regularly and may be more current than printed documentation. The CD-ROM package is available as a single unit or through an annual or quarterly subscription.

Registered Cisco.com users can order a single Documentation CD-ROM (product number DOC-CONDOCCD=) through the Cisco Ordering tool:

Obtaining Technical Assistance

Cisco provides Cisco.com, which includes the Cisco Technical Assistance Center (TAC) website, as a starting point for all technical assistance. Customers and partners can obtain online documentation, troubleshooting tips, and sample configurations from the Cisco TAC website. Cisco.com registered users have complete access to the technical support resources on the Cisco TAC website, including TAC tools and utilities.

Cisco.com

Cisco.com offers a suite of interactive, networked services that let you access Cisco information, networking solutions, services, programs, and resources at any time, from anywhere in the world.

Cisco.com provides a broad range of features and services to help you with these tasks:

Technical Assistance Center

The Cisco TAC is available to all customers who need technical assistance with a Cisco product, technology, or solution. Two types of support are available: the Cisco TAC website and the Cisco TAC Escalation Center. The type of support that you choose depends on the priority of the problem and the conditions stated in service contracts, when applicable.

•Priority level 3 (P3)—Operational performance of the network is impaired, but most business operations remain functional. You and Cisco are willing to commit resources during normal business hours to restore service to satisfactory levels.

•Priority level 2 (P2)—Operation of an existing network is severely degraded, or significant aspects of your business operations are negatively impacted by inadequate performance of Cisco products. You and Cisco will commit full-time resources during normal business hours to resolve the situation.

•Priority level 1 (P1)—An existing network is "down," or there is a critical impact to your business operations. You and Cisco will commit all necessary resources around the clock to resolve the situation.

Cisco TAC Website

The Cisco TAC website provides online documents and tools to help troubleshoot and resolve technical issues with Cisco products and technologies. To access the Cisco TAC website, go to this URL:

All customers, partners, and resellers who have a valid Cisco service contract have complete access to the technical support resources on the Cisco TAC website. Some services on the Cisco TAC website require a Cisco.com login ID and password. If you have a valid service contract but do not have a login ID or password, go to this URL to register:

Before calling, please check with your network operations center to determine the Cisco support services to which your company is entitled: for example, SMARTnet, SMARTnet Onsite, or Network Supported Accounts (NSA). When you call the center, please have available your service agreement number and your product serial number.

Obtaining Additional Publications and Information

Information about Cisco products, technologies, and network solutions is available from various online and printed sources.

•The Cisco Product Catalog describes the networking products offered by Cisco Systems, as well as ordering and customer support services. Access the Cisco Product Catalog at this URL:

•Cisco Press publishes a wide range of networking publications. Cisco suggests these titles for new and experienced users: Internetworking Terms and Acronyms Dictionary, Internetworking Technology Handbook, Internetworking Troubleshooting Guide, and the Internetworking Design Guide. For current Cisco Press titles and other information, go to Cisco Press online at this URL:

•Packet magazine is the Cisco quarterly publication that provides the latest networking trends, technology breakthroughs, and Cisco products and solutions to help industry professionals get the most from their networking investment. Included are networking deployment and troubleshooting tips, configuration examples, customer case studies, tutorials and training, certification information, and links to numerous in-depth online resources. You can access Packet magazine at this URL:

•Internet Protocol Journal is a quarterly journal published by Cisco Systems for engineering professionals involved in designing, developing, and operating public and private internets and intranets. You can access the Internet Protocol Journal at this URL: